Key ResponsibilitiesCustomer Relationship Management
- Manage customer relationships through regular pre-sales and post-sales follow-ups to ensure customer engagement and satisfaction.
- Build and maintain strong customer relationships to improve retention and repeat business.
- Ensure a positive customer experience throughout the customer lifecycle.
Customer Query & Complaint Resolution
- Handle customer queries, concerns, complaints, and escalations professionally and ensure timely resolution.
- Coordinate with relevant internal departments for issue closure and customer satisfaction.
- Maintain proper records of complaints, feedback, and resolution status.
CRM System & Database Management
- Maintain and regularly update customer information in the CRM software.
- Ensure accuracy of customer records, lead details, and follow-up history.
- Track customer interactions and maintain proper documentation.
Coordination & Customer Experience
- Coordinate closely with sales and service teams to deliver a seamless customer journey.
- Ensure timely communication regarding vehicle delivery, service updates, and customer requirements.
- Support customer engagement activities and retention initiatives.
Reporting & MIS
- Generate daily, weekly, and monthly CRM reports for management review.
- Monitor customer feedback trends, follow-up completion status, and customer satisfaction metrics.
- Prepare reports using MS Excel and CRM tools.
Key Performance Indicators (KPIs)
- Customer retention rate
- Query resolution Turnaround Time (TAT)
- Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT)
- Customer follow-up completion percentage
- Complaint resolution effectiveness
- CRM database accuracy and update consistency
Candidate ProfileEducational Qualification
Experience
- Minimum 2 years of experience in CRM, customer service, customer support, or customer relationship management.
- Experience in automotive, EV, retail, dealership, or customer-facing industries will be preferred.
Required Skills & Competencies
- Hands-on experience with CRM Software
- Strong communication and interpersonal skills
- Customer handling and relationship management
- Problem-solving and complaint resolution abilities
- MS Excel and reporting proficiency
- Good coordination and follow-up skills
- Attention to detail and customer-focused mindset
Work Location: In person
